Customer Application Solutions Team Manager (12-month Secondment/FTC) NEW

Motability Operations Limited
About The Role

Motability Operations are currently recruiting for a Customer Application Solutions Team Manager to join our team in Bristol on a full time 12-month secondment. This is an exciting opportunity to join a high performing Customer Application Solutions Team (CAST) as a Team Manager. You’ll work closely with the CAST Team Manager to expand and develop an established team, integrating new workflows resulting from Connected Insurance initiatives, while maintaining service level agreements (SLAs) across existing operations.

In this role you will:

• Lead and support the team of Account Managers to review applications that cannot progress due to failing a scheme policy or rule.
• Oversee the management of In Life Tracker case reviews, ensuring concerns of misuse are addressed effectively.
• Guide the team in supporting customers navigate Connected Insurance onboarding, including pairing with the Drive Safe with Motability app.
• Provide leadership on sensitive cases, including instances where a customer may need to be removed from the scheme due to driving behaviours outside of acceptable parameters.
• Manage a third party supplier – TGSS who install location trackers and contract management, ensuring adherence to SLAs, effective communication, and timely issue resolution.
• Monitor the team’s performance and progress towards meeting individual and team targets, ensuring consistent high quality service delivery.
• Act as a point of escalation for complex cases, providing expert advice and support to the team.
• Identify opportunities for continuous improvement in team processes and support their successful implementation.
• Build strong collaborative relationships with internal departments to ensure seamless case management and progression.
• Champion team development through coaching, training, and constructive feedback.

About You

• The ideal candidate is an experienced leader, capable of motivating and coaching a team to achieve goals and maintain high performance.
• Excellent organisational and time management skills to effectively lead the team and ensure operational targets are met.
• Strong decision making skills, with the ability to balance customer needs and business objectives while supporting team members.
• Excellent communication skills, with the ability to engage confidently with senior managers and other departments.
• A natural problem solver, able to support team members in navigating complex cases and providing solutions.
• Strong leadership qualities, including the ability to inspire and develop team members, and foster a collaborative working environment.
• A proactive approach to identifying and implementing process improvements that benefit the team and business.
• A confident Subject Matter Expert (SME) for CAST workflows, ensuring best practices are followed and providing ongoing coaching to team members.

Minimum Criteria

• Proven experience in managing a team, with a track record of delivering high quality customer service.
• Excellent communication and interpersonal skills, with the ability to engage and manage stakeholders at all levels.
• Experience in managing third party suppliers and contractors, managing contractual obligations, setting expectations, and ensuring service delivery meets agreed upon standards.
• Strong objection handling skills, with experience leading challenging conversations and providing effective resolutions.
• Ability to analyse data, assess team performance, and make informed decisions to improve processes and outcomes.
• A background in coaching or mentoring a team, with a focus on individual and team development.

About The Company

We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast changing world. We’re the UK’s largest car leasing company and we help over 800,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers’ needs.

What we do We lease a wide range of tailored mobility solutions to people who receive one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry free package.

At the end of the lease, our customers can exchange their vehicle for a brand new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single source vehicles back into the used car market.

The Scheme has been providing affordable, all inclusive motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind – We find solutions
• We believe we must take the lead – We drive change
• We believe everything starts with the customer – We care

What we can offer you

• Pay: competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday: 28 days, and you can buy and sell days
• Pension: 15% non contributory pension (9% during probation)
• Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development: A library of internal training on our myLearn platform
• Family friendly: We have competitive family leave policies
• Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand new electric or plug in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other, voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.